Our Decision Confidence Guarantee.

This policy is part of, and should be read with, the Re:name Terms of Service and Privacy Policy. Nothing in this policy limits any non-excludable statutory consumer rights you have under New Zealand or your local consumer law.

How the process works

Your purchase of Guided Strategic Naming includes up to two Full Naming Runs for the same business, product or service.

The first helps you discover the strategic directions and names you respond to. The second lets you revisit the full process with your original answers pre-populated, so you can keep what still feels right, refine what has shifted, or reconsider your strategic direction.

The process works best when you give specific feedback within each exploration. Generic feedback produces generic next rounds.

When the guarantee applies

You may claim the Decision Confidence Guarantee if all of the following are true:

• You have completed both Full Naming Runs thoughtfully
• You have provided specific written feedback within each exploration
• After both explorations, you do not have at least one name you reasonably consider suitable for further due diligence, stakeholder testing, domain exploration or trademark review
• You contact us within 30 days of your final Decision Report from Exploration 2 (or, if you choose not to use Exploration 2, within 30 days of your final Decision Report from Exploration 1)

If you completed Exploration 1, decided you already had a usable shortlist, and chose not to use Exploration 2, the guarantee is considered fulfilled rather than left open indefinitely.

The optional Precision Round add-on, if you have purchased it, is not required to claim the guarantee.

What we do when you claim

When you contact [email protected] with a claim:

1. We review your project — your inputs, your feedback across both explorations, the names produced and your responses to them
2. Within 5 working days, we respond with our determination

If the eligibility conditions are met, you may choose:

• A refund of the full purchase price, paid back to the card you used at checkout
• An expert refinement pass with a senior Re:name strategist — a 30-minute call plus a custom round of names addressing the specific gap

If the project is incomplete or specific feedback was not provided, we will first offer reasonable help to complete the process. The guarantee does not yet apply at that point.

When the guarantee does not apply

• You changed your mind after delivery. If we have delivered a Decision Report you accepted and you later decide you would rather have a different name, that is a new project, not a guarantee claim.
• You have formally adopted a Re:name-produced name commercially. Formal adoption (filing a trademark, public brand launch, or similar) of a name we produced removes guarantee eligibility. Exploratory steps (registering a candidate domain, internal stakeholder testing) do not, by themselves, remove eligibility.
• You did not engage with the process. If you did not complete both Full Naming Runs, or did not provide feedback, we will first help you finish before considering a claim.
• More than 30 days have passed since your final Decision Report.
• You paid using a promotion code that brought the price to $0. Tester and partner-code accounts are not eligible for refunds, as no payment was made.

Partner-code purchases

If you paid using a partner discount code (for example, ACS10):

• Your guarantee covers the amount you actually paid (post-discount)
• The discount itself has no separate cash value and is not refundable

Cancellation before you start

If you have paid for Re:name but have not yet started your project (defined as: you have not completed Step 1, Context), you can request a full refund within 48 hours of purchase, no questions asked. Email [email protected].

This is an additional voluntary right we offer and does not limit any non-excludable statutory rights you have under New Zealand or your local consumer law.

How to make a claim

• Email: [email protected]
• Subject line: Guarantee claim — [Your project name]
• Include: Your account email, your project name, a brief description of what did not land for you, and confirmation that you have completed both Full Naming Runs (or your reason for stopping after one)

We will acknowledge within 1 working day and respond with our determination within 5 working days.

How refunds are paid

• Refunds are processed via Stripe to the card used at checkout
• They typically appear on your statement within 5–10 working days
• If your card has been cancelled or changed since purchase, we will arrange a bank transfer

Disputes

If you are not satisfied with our response, you have rights under the New Zealand Consumer Guarantees Act 1993 or, depending on your jurisdiction, the Australian Consumer Law, the UK Consumer Rights Act, or equivalent. You may also raise a dispute with your card issuer (chargeback), though we encourage you to contact us first so we can resolve it directly.

Misuse of the service

This is a guarantee, not a vehicle for misuse. The guarantee does not apply where the service has been resold, white-labelled or deliberately used for a separate naming project outside the scope of your purchase. Misuse of the service is addressed in the Terms of Service.

Contact

• Email: [email protected]
• Strategic Director: Tim Dove, Re:name Limited
• Post: Re:name Limited, 208 Ponsonby Road, Ponsonby, Auckland 1011, New Zealand
• NZ Company Number: 9324587 · NZBN: 9429052662959